Making & Meeting Customer Commitments

1. Making & Meeting Customer Commitments • In an attempt to provide a higher level of value to our customers we sought out to improve the way we make and meet commitments to our customers. • This is an overview of our journey thus far in using LEAN principles to improve customer value and standard processes.* Determination This Is What We Need • Must Do’s – Customer Value • Arrive within the timeframe we said we would • Complete the job correctly the first time • Proactively contact customer before a commitment is missed • (Reschedule, notify customer of new timeframe to expect) • Call customer before arrival (call ahead) 40% Benchmarking What Can We Learn? Start Where We Were of our commitments we were not fulfilling Let’s See How We Compare To Other Utilities and Best In Class Service Providers We Must Perform Better For Our Customers! • Voice Of The Customer • Subject Matter Expects • Lean Tools Improvement This Is How We Get There Roll Out Let’s Do This! Sustainability How We Hold On Schedulers (LRC) • Manages Work Center Capacity to match resources • Schedules the work into two groups: Customer Committed Work Non-Customer Committed Work Work Management Customer Advocate Royal Oak Dispatch Monitor customer commitments, call customers and reschedule as necessary. Workload manager for all work -committed, non-committed, and emergency work Sequenced Orders in field device 1 - AM Job 2 - Anytime Job 3 - PM Job SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW SW Non-customer committed Service Workers will be scheduled with work that does not have an external customer; they will run the board as usual, are available for emergency response, etc. Service Workers dedicated to customer committed work. (Turn-ons, ASP, furnace, etc.) (Not pulled off for emergencies.) Call Ahead on all committed work. • 5 Simple Solutions • Tighter Work Capacity Management • Customer Call Ahead Before Job • Dedicated Customer Service Workers • Sequence Orders For Optimized Routing • NEW ROLE: Customer Advocate For Improved Customer Communication • Standard Work • Clear Expectations • Lean Processes • SOPs • Metrics • Visual Management • Accountability • Scorecards End Where We’ll Be! Commitments Met 95% >85% Progress So Far, So Good 5% Commitments Met • Goals For The Next 4 Years: • Best In Class • Best In Value • Proud To Wear The Colors 0% or Less Rescheduled • Customer Satisfaction • Complaints Commitments Missed *This Storyboard is for example purposes only. *This Storyboard is for example purposes only.